Customer Success Manager – 12 month contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact for customers within your designated Book-of-Business, building strong relationships and maintaining regular communication.

• Work in tandem with Sales, Support, Onboarding, and Product teams to guarantee a smooth customer experience and address issues swiftly.

• Actively interact with customers, providing insights and strategic guidance to enhance their use of the Bucketlist platform.

• Track customer health and engagement indicators, pinpoint upsell opportunities, and conduct routine check-ins and performance evaluations.

• Lead Quarterly Business Reviews (QBRs) that highlight delivered value and areas for enhancement; aim for a top-tier Net Promoter Score (NPS) and robust account growth.

• Manage escalations and challenging discussions with professionalism and a solutions-oriented approach, ensuring quick resolutions and favorable outcomes.

• Represent the Voice of the Customer, collecting and sharing feedback to shape the product roadmap and improvements.

• Promote customer advocacy, referrals, and case studies; concentrate on boosting customer loyalty and retention.

• Remain informed about industry trends and best practices in HR, Rewards & Recognition, and employee engagement to offer valuable insights to clients.

• Collaborate with the Finance team to analyze renewal figures, document upsell prospects, and set clear goals and strategies for client retention.

• Proactively seek innovative methods to grow and enhance the book of business.

⛳️ Requirements

• Bachelor's degree in Business Administration or a related field is preferred.

• Minimum of 3 years of experience as a Customer Success Manager in a SaaS environment.

• Excellent communication skills in both written and verbal contexts.

• Technologically adept and experienced with CRM software and customer success tools.

• Highly organized, capable of managing multiple priorities and workflows in a fast-paced setting with a strong attention to detail and ability to meet deadlines.

• Creative problem-solver with a growth-oriented mindset and a clear strategy for expanding their book of business.

• Comfortable handling challenging customer interactions with professionalism and empathy.

• Bilingual in either French or Spanish as a second language is advantageous for this position.

🏝️ Benefits

• Growth Opportunities: Become part of a growing company and a high-performing team with significant potential.

• Remote Work: Enjoy the flexibility of a fully remote workplace.

• Wellness Days: Alongside paid vacation days, we provide flexible paid time off to accommodate individual needs.

• Comprehensive benefits package: Includes health, dental, vision care, EFAP, and more.

• Annual Bucketlist Benefit: Enjoy an extra paid day off and funds to help you check items off your own bucket list!

• Home Office and Learning & Development Benefits: Support for your home workspace and funding for skill enhancement.

• Rewards and Recognition: We practice what we preach! We’re committed to helping you achieve not only your career aspirations but also your personal goals!